Responsible for designing and establishing a new Dispute Resolution Process
Lead dispute and chargeback handling: Design and implement the full lifecycle
Analyze dispute and chargeback trends: Perform deep‑dive analysis to spot root causes
Optimize processes: Standardize workflows, SLAs, and quality checks
Ensure compliance: Stay current with applicable regulations and industry best practices
Cross‑functional collaboration: Partner with FinCrime, Customer Support, Legal, and Product
Create playbooks, guidelines, and training to upskill internal teams
Use and refine internal tools and reporting to monitor performance

5+ years of experience in chargeback management, payment operations, or risk operations within the fintech, e-commerce, or financial services space.
A strong command of EU regulations and consumer protection standards.
A proven understanding of dispute categories, evidencing standards, and resolution pathways across various payment rails and channels.
Hands-on experience using operational platforms, CRM tools, and case management systems to file, track, and resolve disputes.
Advanced analytical skills with the ability to interpret complex data, identify trends, and drive informed decision-making.
The ability to explain intricate technical topics clearly to both technical teams and non-technical stakeholders.
High attention to detail and strong organizational skills, with the ability to solve problems independently in a fast-paced environment.

Chargeback Manager

Key skills